Service Analyst (servicenow)

Service Analyst

Welcome to Warner Bros. Discovery… the stuff dreams are made of. When we say, "the stuff dreams are made of," we're not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD's vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what's next.

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

Your New Role...

The Service Analyst will play a crucial role in supporting the development and implementation of the Enterprise Service Management (ESM) strategy, roadmap, and standards for the organization. This position is based in Atlanta and is responsible for assisting in the completion of operational tasks required by the team. The Service Analyst will work under the guidance and support of a senior analyst and report to the Director, ESM Services and Architecture in the Transformation tower of the new ESM organization.

As a key contributor to the ESM T tower, the Service Analyst will collaborate with cross-functional teams to ensure the effective management and execution of service management operations. The focus will be on supporting strategic planning, process optimization, and continuous improvement of ITSM practices.

Key responsibilities include supporting the Service Architecture and Design function, assisting in the definition and evolution of the Service Management Framework, and ensuring alignment with broader guidelines from WBD Enterprise Architecture, Data, and Cyber teams. This role requires a detail-oriented professional with a foundational understanding of service architecture and design.

Your Role Accountabilities...

Service Management Framework & Governance

• Assist in the definition and evolution of the Service Management Framework (SMF), including processes, service architecture standards, policies, and SLAs.
• Support the execution of processes that govern the application of the SMF.
• Ensure the framework adheres to broader guidelines from WBD Enterprise Architecture, Data, and Cyber teams.
• Monitor service delivery to maintain and support expected/high performance levels and service delivery optimization.
• Assist in managing the service catalog, ensuring services are accurately recorded throughout their lifecycle.

Enterprise Service Management Alignment

• Support the Director, ESM Services and Architecture in defining and driving the ESM vision for WBD.
• Assist in the development and coordination of the ESM Strategy and associated roadmap for WBD.
• Work closely with other ESM team members to maintain operational and technological alignment.
• Support procurement decisions to ensure they adhere to guardrails and are assessed against architecture standards.
• Escalate operational issues identified as a result of Service Management design.

Stakeholder Engagement

• Act as a liaison between technical teams and business users to translate requirements and ensure successful implementation of ESM projects.
• Work with other T&O stakeholders such as Enterprise Architecture and Security to ensure seamless integrations of functions and purposes.
• Support the communication of the benefits of Service Architecture and Design to stakeholders.

Continuous Improvement

• Support regular reviews and feedback loops utilizing existing channels with operational teams to inform and enrich the Service Management Framework.
• Assist in identifying and escalating operational issues that have been identified as a result of Service Management design.
• Provide input into the design of the Enterprise Service Management strategy.
• Work with Enterprise teams to ensure alignment.

Operational

• Assist with demand intake to ensure requests are properly captured and detailed.
• Document high-level design ensuring Service Changes and Service Exceptions are recorded.
• Assist with development of the service design into full design package, including creating run cost models.
• Provide input to transition to live of service design, attending key governance forums in a role as a lead SME.
• Assist with coordinating the onboarding of the new/changed product/service with wider business users, support teams, and the Service Management platform team.

Qualifications & Experiences...

• 2+ years of experience in Service Design or Architecture in a large-scale enterprise environment.
• A foundational understanding of Service Management Framework, processes, and best practices, ideally in a Shared Service or Enterprise Service Management context.
• A good understanding of Common Service Data Model (CSDM) and its application in Enterprise Service Management context.
• Ability to represent an Enterprise area from a Service Architecture perspective (e.g., ITSM, HR, Finance, etc.).
• Good level of understanding of ServiceNow Platform and product sets.
• Strong communication and stakeholder management skills, able to effectively interface with technical teams.

Not Required but preferred experience:

• Higher ITIL certification, e.g., ITIL Strategic Leader certification, is a plus.
• Relevant Service Architecture qualification is desirable.
• Familiarity with the media and entertainment industries or experience in a global organization.

This last bit is probably the most important! Here at WBD, our guiding principles are the core values by which we operate and are central to how we get things done. You can find them at www.wbd.com/guiding-principles/ along with some insights from the team on what they mean and how they show up in their day to day. We hope they resonate with you and look forward to discussing them during your interview.

Championing Inclusion at WBD

Warner Bros. Discovery embraces the opportunity to build a workforce that reflects a wide array of perspectives, backgrounds and experiences. Being an equal opportunity employer means that we take seriously our responsibility to consider qualified candidates on the basis of merit, without regard to race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, mental or physical disability, and genetic information, marital status, citizenship status, military status, protected veteran status or any other category protected by law.

If you're a qualified candidate with a disability and you require adjustments or accommodations during the job application and/or recruitment process, please visit our accessibility page for instructions to submit your request.